Logistics Company Eliminates Missed Dispatch Calls with Dialpad Migration

The Challenge

Stevens Global Logistics, a logistics and distribution company, was running on aging on-premises phone systems that had become a direct obstacle to their core operations. Dispatch is the lifeline of a logistics business. When calls do not connect, shipments do not move, drivers sit idle, and customers experience delays.

The company’s legacy phone system had developed reliability issues that were costing the dispatch team hours of productive time every day. Calls were failing to connect, dropping mid-conversation, or routing incorrectly. Dispatch coordinators were resorting to personal cell phones to reach drivers and customers, which created a fragmented communication trail and made it impossible for supervisors to track call activity or ensure coverage.

Beyond the operational impact, the on-premises system required ongoing maintenance costs for hardware that was past its useful life. Every time a component failed, finding replacement parts was becoming more difficult and more expensive. The IT team was spending a disproportionate amount of time keeping the phone system running instead of focusing on initiatives that could improve operations.

Key challenges included:

• Calls not connecting through the on-premises system, causing hours of lost dispatch time daily
• Drivers and customers unreachable through the primary phone system, forcing staff to use personal devices
• Aging on-premises hardware with increasing maintenance costs and difficulty sourcing replacement parts
• No call visibility for supervisors when dispatch coordinators used personal cell phones as workarounds
• Growing maintenance burden on the IT team to keep legacy equipment operational

Our Approach

We designed a migration to a cloud-based communications platform that would resolve the reliability issues immediately while eliminating the ongoing cost and maintenance burden of the on-premises hardware.

Phase 1: Assessment and Requirements (Weeks 1-2)

We spent time with the dispatch team to understand exactly how calls were failing and quantify the operational impact. We documented the call flow for inbound customer calls, outbound dispatch-to-driver communications, and internal coordination between dispatch, warehouse, and management. We tracked the frequency of failed calls over a two-week period and calculated the lost productivity.

The assessment showed that the dispatch team was losing an average of 3+ hours per day across the team dealing with calls that would not connect, redialing on personal phones, and manually logging activity that should have been captured automatically. The on-premises system was also generating an average of 4 support tickets per week for the IT team.

Phase 2: Vendor Selection and Negotiation (Weeks 2-4)

We evaluated cloud UCaaS platforms against Stevens Global’s specific requirements: rock-solid call reliability, mobile app support for coordinators who moved between their desks and the warehouse floor, supervisor dashboards for call monitoring, and integration capabilities for future dispatch software connectivity.

Dialpad was selected for their cloud-native reliability, AI-powered call features, strong mobile application, and supervisor analytics that would give management visibility into dispatch call activity. We negotiated the Dialpad contract to include migration support, number porting for all existing lines, and pricing that delivered meaningful savings compared to the total cost of maintaining and operating the on-premises system.

Phase 3: Migration and Training (Weeks 4-7)

We managed the migration to minimize disruption to dispatch operations. All existing phone numbers were ported to Dialpad so customers and drivers experienced no change in how they reached the company. Desk phones were replaced with Dialpad-powered devices for staff who preferred hardware phones, while dispatch coordinators received the Dialpad mobile and desktop apps so they could take calls from anywhere in the facility.

The dispatch team was trained on the new system with a focus on the features that mattered most to their workflow: call reliability, mobile app usage, call transfer between team members, and the supervisor dashboard for monitoring active calls and queue status.

Results

Stevens Global Logistics went from a phone system that was actively hurting their operations to one that became a competitive advantage:

• Dispatch call failures eliminated, restoring hours of productive time that had been lost daily to connectivity issues
• 100% call connectivity replacing the unreliable on-premises system
• On-premises phone hardware retired, eliminating ongoing maintenance costs and IT support burden
• Full call visibility for supervisors through Dialpad’s analytics dashboard, replacing the blind spot created by personal cell phone usage
• Mobile app adoption by dispatch coordinators, enabling them to stay connected while moving between desks and the warehouse floor
• IT support tickets for phone issues dropped to near zero from an average of 4 per week
• Cost savings from eliminating on-premises hardware maintenance, support contracts, and replacement parts

Client Feedback

“Our dispatch team was losing hours every day because calls just would not go through on our old system. People were using their personal phones to call drivers, and we had no way to track any of it. Since we moved to Dialpad, every call connects, our supervisors can see everything happening in real time, and we are not spending money keeping old hardware alive anymore. It changed how our dispatch operates.”

• Operations Manager, Stevens Global Logistics